[RQ-850] It Support Engineer, It Services

Brightvision Capital Partners; Cádiz; Presencial; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading company in cybersecurity is seeking a Senior Technical Support Engineer to join their Customer Success & Support team. The role includes providing post-sales technical support to clients, collaborating with multidisciplinary teams, and ensuring high-quality service. Ideal candidates are experts in network debugging and have experience in technical support, particularly with products like Cisco and Fortinet.

Servicios

Development programs

Wellbeing programs

Flexible benefits

Formación

• Ability to independently debug complex networks.
• Experience in a vendor technical support environment.
• Knowledge of various network security products.

Responsabilidades

• Providing post-sales technical support via phone, email, and web.
• Reproducing customer issues and qualifying critical problems.
• Collaborating with various teams to enhance customer experience.

Conocimientos

Debugging complex networks

Problem solving

Technical communication

Educación

Experience in technical support

Herramientas

Cisco

Checkpoint

Juniper (NetScreen)

Fortinet

Descripción del empleo

Senior Technical Support Engineer - Platinum

Full-time

Department: Customer Success & Support

At Palo Alto Networks, our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We are committed to challenging the status quo and fostering innovation in cybersecurity.

We value collaboration, innovation, and execution, and our employees are the foundation of our success. We offer development and wellbeing programs tailored to support our team members, including flexible benefits, mental and financial health resources, and personalized learning opportunities.

Our work environment encourages in-person collaboration, with most employees working full-time from our offices with flexibility as needed.

As a Platinum Support Engineer, you will work directly with our valued Platinum customers to resolve complex post-sales issues, requiring in-depth analysis and evaluation of multiple factors. You will communicate technical information effectively to both technical and non-technical audiences, and contribute to our knowledge base and documentation efforts.

Responsibilities include:

1. Providing post-sales technical support, configuration, troubleshooting, and standard methodologies via phone, email, and web.
2. Reproducing customer issues and qualifying critical problems.
3. Understanding software release and bug cycles.
4. Publishing technical support bulletins and user documentation.
5. Collaborating with Development, Sales, Quality Assurance, and Marketing teams to enhance customer experience.
6. Reviewing user documentation for training, marketing collateral, manuals, and troubleshooting guides.

Qualifications:

1. Ability to independently debug complex networks with mixed media and protocols.
2. Experience in a vendor technical support environment.
3. Knowledge of Cisco, Checkpoint, Juniper (NetScreen), Fortinet products is a plus.
4. This position requires working a 9 am–6 pm shift.

Our technical support team is vital to our mission of customer success. We strive to provide the best customer support in the industry, adapting to evolving threats and technologies. We value diversity and are committed to providing accommodations for individuals with disabilities. Please contact us at (emailprotected) if you need assistance.

Palo Alto Networks is an equal opportunity employer, celebrating diversity and considering all qualified applicants without discrimination based on age, race, gender, disability, or other protected characteristics.